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Motorway is the UK's largest online car-selling platform, connecting private sellers with over 8,000 dealers nationwide. Founded in 2017 and backed by leading technology investors (Series C: £143M), the company is at a critical growth phase.
The Dealer Resolutions Specialist role sits on the front line of high-risk dealer complaints requiring cross-departmental collaboration. You will own complex cases from intake to resolution, serving as the definitive point of contact for escalated issues, including those elevated to C-suite level.
Key responsibilities:
- Own and resolve complex, sensitive, high-emotion dealer escalations with full accountability from start to finish
- Identify, assess, and manage potential brand and legal risks embedded in complaints, mitigating negative exposure across social media, review platforms, and regulatory bodies
- Lead immediate response to critical service incidents or systemic failures, orchestrating cross-functional communication with transparency and speed
- Exercise autonomous judgment in awarding Gestures of Goodwill, financial compensation, or fee waivers, balancing customer retention with commercial viability
- Analyze complaint data and trend patterns to identify root causes, partnering with leadership to implement process improvements
- Ensure all case documentation adheres to regulatory guidelines, compliance standards, and internal Service Level Agreements
You will work across multiple teams, liaising with stakeholders from specialist to C-suite level, requiring strong communication and collaborative problem-solving skills.
Requirements:
- Interest or experience working in a Marketplace environment
- Ability to manage multiple tasks and adapt quickly in a fast-paced environment
- Comfortable liaising with a wide range of stakeholders across organizational levels
- Collaborative approach to problem-solving with excellent communication and writing skills
- Dedication to excellent customer service with empathy and understanding
- Strong understanding of the motor industry preferred but not essential
- Eye for risk assessment, prioritization, and workload management
- Preventive mindset: ability to spot issues before they occur and intervene early
